Call us on 020 7112 8300
Call me back Get in touch

Client Care Charter

At Ash Shaw we care about our clients. We are passionate about client service and our Client Care Charter explains what you can expect from us

We are committed to providing you with the highest levels of client satisfaction as described in Our 5 Star Promise. Whilst we will always endeavour to reach an amicable resolution to any disputes or concerns you may have, we understand there may be occasions where it is felt that we have not handled these issues to your satisfaction.

Our Client Care Charter sets out our commitment in respect of the investigation and handling of any such complaints. This includes the details of the relevant third party through whom we advise a complaint should be passed, in the event that we have been unable to reach a satisfactory resolution.

We fully support the conciliation and arbitration processes contained within the charter. In the event that we are asked to take further action to resolve a complaint, we will do so readily, ensuring that we learn from our experience.

1. A client, who has a complaint about the quality of their service, should refer it to their Client Service Partner at the earliest opportunity.

2. The complaint, preferably in writing, should be addressed to their Client Service Partner, at Ash Shaw LLP, 180 Piccadilly, London, W1J 9HF. The Client Service Partner acts as a point of reference for clients who require assistance or advice. They have access to every team within Ash Shaw LLP and are therefore best placed to provide a quick response to problems or concerns as they arise.

3. If you would prefer to discuss the matter with someone other than your Client Service Partner, or you wish to make a complaint please write to us, marking your letter for the attention of the Independent Client Service Partner.

4. We undertake to look into any matter carefully and promptly and to do all we can to resolve the position to your satisfaction. If by this process we are unable to meet your concerns, you may of course take up the matter with the Institute of Chartered Accountants in England and Wales. To contact the ICAEW, write to the Professional Standards Office, Silbury Court, 412 – 416 Silbury Boulevard, Central Milton Keynes, MK9 2AF.